Social Listening, Digital Sensing Software

Digital and Social Sensing Software

Listen to customers across communication channels in real-time and analyze interactions using machine learning (ML) algorithms and artificial intelligence (AI). Identify context to initiate back-end processes and drive appropriate actions for meaningful responses and faster resolutions.

AI-driven Learning

Supervised ML models based on neural networks to determine intent, classification, and sentiments. Natural language processing and named entity recognition for extracting relevant information
Ready-to-use, language-agnostic ML models for different verticals

Multi-channel Interactions

Anytime, anywhere engagement with customers in their preferred communication channels
Unified, single-stream interactions across all connected networks to enable monitoring of incoming messages

Case Routing and Prioritization

Auto-routing of customer queries, complaints, etc. to relevant departments
Prioritizing cases based on urgency, customer requirements, agents’ skill sets, and workload

Automated Response and Engagement

Delivering automatic, personalized, and contextual responses instantly
Tracking and reviewing historical customer interactions and events for a holistic view

Monitoring, Reporting, and Insights

Comprehensive and customizable dashboards, graphical charts, and reports with active, on-demand, and predictive analysis
Auto-generated insights to enable real-time decision making and to improve customer experience

Platform APIs

Out-of-the-box REST APIs for quick integration with on-premise, cloud, and hybrid-deployed systems
Integration with existing IT systems and business applications for seamless information flow

Capabilities of Newgen OmniChannel Cusotmer Engagement Platform

Digital and Social Sensing

Decipher your customers’ interactions across channels...

Communication Designer

Create engaging communications with simple, drag-and-drop...

Communication Generation

Deliver personalized and responsive communications.

Communication Distribution

Enable secure distribution of communication content...

Communication Monitoring

Stay on top of customer communications with end-to-end...

Communication Templates